Select Page

Case Studies / Contact Center Management

Contact Center Roadmap Identifies Clear Investment Priorities for Large Federal Agency

Government Industry

Scope

  • A large federal government agency sought to evaluate their base capabilities and estimate the cost and effort required to transform their contact center to support a new service offering and a new mission.

Results

  • Demonstrated the organization’s capabilities and methods versus best practices

  • Identified key areas for improvement and execution roadmap, including workforce management, CTI, and reporting

  • Collaborated with teams to develop high-level cost estimates of required investments

  • Developed financial model that describes the ongoing recurring costs for long-term support of the new service offering

  • Developed a playbook to build out support for 7x24 operations and a second support site for load-balancing and disaster recovery

A Tailored Approach For Every Consulting Service

At The Northridge Group, we offer solutions to your most complex business challenges. With a robust suite of consulting services, we can help you in any or all of the following areas:

Talk To Us About Your Organization

With experience across nearly every industry, non-profit, and governmental agency, we have the team to help you grow.

Let’s start a conversation